A career in the hospitality industry is not for the faint of heart; it requires patience, resilience, passion, and dedication. Justyna Grochowska has it all. A veteran in the hospitality industry, New York-born and raised Mrs. Grochowska is the proud General Manager of the Moore, a charming 81 luxury boutique hotel in Chelsea, Manhattan. Opened in 2021, the Moore is a little gem in the city that never sleeps and stands out for its modern elegance and unparalleled customer service. In a tête-a-tête with Passport Talk, Mrs. Grochowska shares her insights and love for the hospitality industry.

Q. Justyna, what brought you into this field?

A. It was my mother who inspired me and encouraged me to start a career in the hospitality industry. She had been in this field for several years, first as a housekeeping manager and later as a director of housekeeping. She saw in me a natural knack for connecting with people and anticipating their needs. She is also the one who proposed my very first position as a night agent at the Hudson Hotel. From there, I just kept being promoted and moving up. I am very thankful for that opportunity because it changed my life.

Q. What made you feel that The Moore was the right fit and that your role offered a solid opportunity to impact the brand?

A. I was attracted to The Moore because of its strong reputation and the unique appeal of boutique hotels that prioritize service, design, and innovation. While we’re not currently part of a larger brand, I appreciate the freedom we have to be authentic and distinctive, allowing us to make a meaningful impact within our community.

Q. What do you like most about what you do, and why?

A. Seeing the reaction on someone's face as they walk into the hotel, seeing how impressed they are, the difference you can make with your service, and the fact that you never know who you will meet. I have met so many amazing people throughout my career and am so grateful for it.

Q. What accomplishment are you most proud of?

A. I started as a night agent at a point in my life when I wasn't sure what to do or whether I even wanted to pursue a career in the hospitality industry. Now I am the GM of a beautiful property that fits my personality and is very authentic. I have had wonderful mentors and accomplished the ultimate goal of becoming a GM. I am proud of myself, and my family is proud of me.

Q. The NYC hotel scene is glamorous and competitive. How would you describe the art of hospitality at the Moore?

A. The Moore is not the hotel where you feel you are part of a big chain. We are a boutique property and this gives us the advantage to prepare for our guests' arrival. We know where they come from and their preferences, if they have a special request, and we can be a step ahead to create a memorable stay. Most visitors look for the New York authentic 'wow' factor, which for us means delivering highly personalized, authentic experiences and exceptional service.

Q. Tell us about your role and what keeps it challenging and exciting.

A. The challenges usually come from the typical technical and operational factors of running a hotel, which is almost always the case everywhere. One of the things that keeps it most exciting is feeling the appreciation from our hotel guests. Some will just come up to me unexpectedly and tell me how much they love it and hope we don't get any bigger.

Q. How do you bring out the best in your staff?

A. I encourage and appreciate them. I do not make them follow a script but allow them to be themselves and share their ideas.

Q. What do you think of as an authentic luxury experience today?

A. Everyone's concept of luxury is different. To me, luxury is something that adds comfort and pleasure and touches all your senses: the aesthetics, the smell, the touch, the lighting, and the bedsheets. In the hospitality industry, an authentic luxury experience today is about providing personalized service, attention to detail, and creating a memorable stay for the guest.

Q. Do you have any anecdotes to tell us? Has anything funny happened to you since you started in this business?

A. I have been in this industry for twenty years and have held various positions at different hotels. I can tell you that being in this industry will teach you to be on your toes. I have been a cat sitter for a royal family member. I was a personal shopper when I had no idea about high-end shopping experiences. So, always have an open mind, never be surprised, and always have a creative outcome.

Q. What advice would you give to first-time visitors to NYC ?

A. New York is one of the world's most exciting cities. With so many places to see and things to do, it's easy to get overwhelmed, especially if it is your first visit, and go back home feeling you haven't seen enough. Plan and time your trip carefully. Go on a guided tour of Top of the Rock, you will get a unique perspective of the city. It may not be the most famous tall building in New York, but it boasts one of the best views. Rockefeller Center is located in midtown, and from the top deck, you can easily see Central Park and see just how tall the other famous buildings are. There is so much to explore in the area, but make sure you don't miss to see a Broadway show.

Q. And to someone who has seen it all?

A. If it were our guests, they would already be in Chelsea, a fascinating neighborhood to explore. I would first ask them some questions and find out about the kind of experience they are looking for. If they were someone like me, I suggest walking the Brooklyn Bridge at 6-7 pm and having dinner at Cicconi, one of my favorite restaurants, or having a coffee on the rooftop of Hotel1. Or to see the city skyline from the waterfront; it is an incredible and ever-changing sight you never get enough of.

Q. What is your favorite room?

A. Room 601, it is on our top floor. It has a private terrace with sun loungers, a sitting area to enjoy a private drink, and a soaking hot tub and shower. It is spacious and intimate, ideal for a romantic stay.

Q. What is your favorite view of New York?

A. There are a few: the view of the sunset off the Brooklyn Bridge is extraordinary. Or the views from New Jersey side at sunset, when the sun glows and is reflected off the Manhattan-side buildings. You can easily catch a ferry across the Hudson River from Brookfield Place near the World Trade Center and walk the beautiful promenade. And if you wait until dark, the night views with the city lights reflected in the river are equally extraordinary. And Central Park's views are amazing from just about anywhere.

Q. What is your favorite place in New York

A. Jane's Carousel by the Brooklyn Bridge. The Carousel is a vintage masterpiece with a lot of nostalgic charm. Again, the views of Manhattan from here are very beautiful.

Q. Your favorite time to visit New York?

A. Every season is the perfect season to visit New York, but at Christmas time it is extraordinary and magical. The Christmas tree lighting is sparkly, and there is magic everywhere. I always go to the big star on 57th to make a wish.

Q. What is your favorite music?

A. I have a versatile taste in music, and as I’ve grown older, I’ve developed an appreciation for a wide range of artists. However, in recent years, I’ve found myself increasingly drawn to the music of the 80s, with favorites like Phil Collins, Elton John, and Tina Turner.

Q. What is your advice to someone starting a career in the hospitality industry?

A. I would tell him/her that if you love it, then you can do it. While anybody can technically get a degree in hospitality, it is those who have the heart for service who win in this industry.

Q. And what is on your bucket-list ?

A. A trip to the northern lights.